ContactCenterScreenTM
Individual Assessment
Contact Center Screen™ is an objective, statistically validated tool for helping you screen applicants to make sure that you invest your time in interviewing only the ones whose natural talents fit our Science Selection Model.
ContactCenterScreen™ is an objective, statistically validated call center hiring tool applying the power of statistical science to weed out applicants who are not a good fit to your critical roles, and allows you to focus on the individuals who are most naturally suited to be high performers in today’s contact centers.Â
ContactCenterScreen™ is part of a complete family of call center psychometric assessments that measure a call center representative on both a sales and service science selection model.
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See For Yourself…
Download your sample assessment and see how the ContactCenterScreen™ can help your business today!
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Contact Center Screen™ helps you with…
PERFORMANCE
Rapidly assess large numbers of applicants for Customer Service/Inside Sales positions.
RETENTION
Select in applicants that have higher potential for long-term retention in a CSR Role.
CUSTOMIZED INTERVIEWS
Ask interview questions that are customized to the applicant’s screening results.
CULTURE FIT
Screen out applicants who are not a fit for any of the Sales/Service roles you have.
Contact Center Screen™: What It MeasuresÂ
The call center hiring tools of Contact Center Screen™ are designed to help managers/recruiters make informed decisions about the suitability of a particular candidate seeking employment in a contact center environment.
As such, the Contact Center Screen™ highlights each candidate’s inherent strengths and growth opportunities as they pertain to success in a customer service or sales role, allowing for strategic placement, selection, and coaching decisions to be made in an informed manner.
Contact Center Screen™ is normed against more than 30 million assessments to provide quick screening for key attributes of successful call center/service and inside sales roles.
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INHERENT PERSONALITY TYPES
Enterprising Potential (EP): Measures basic Self-management potential and whether an individual prefers initiating activities vs. responding to others’ needs.
Achievement Potential (AP): Measures an individual’s motivation for challenge or money vs. the desire to focus on people and/or service to others. It also measures their sense of urgency vs. a longer-term goal orientation..
Independence Potential (IP): Measures an individual’s desire to be more of an independent structure or being an individual contributor vs. being more focused on team relationships and process and structure..
ATTITUDES
Self-Directed (SD): Reflects the extent to which the individual feels confident and in control of their life.
Lifestyle Management (LM):Â Reflects an individual’s effectiveness in coping with a demanding lifestyle.
Commitment Reluctance (CR):Â Reflects an individual’s approach towards asking for commitment from others.
Uncertainty Coefficient (UC):Â Reflects an individual’s socially desiranle responses to items in the Attitudes section.Â
LEARNED BEHAVIORS
Comfort With Conflict (CWC): Reaction to and comfort with conflict or potential conflict. .
Emotional Quotient: Reflects the ability to understand and effectively apply emotional information. .
COMMUNICATION STYLES
People Orientation (PO): Relationship style; Approach to coaching, training and recruiting..
Analytical Orientation (AO): Interest in learning technical material; Approach to transferring skills as a trainer; Detail orientation..
Contact Center Screen™: How To Get Started
1. CHOOSE YOUR ASSESSMENT PACKAGE
Download a Sample Report, meet with an assessment expert and decide which assessments are right for you.
2. EXPLORE YOUR ASSESSMENT PORTAL
The Assessment Portal is your homebase. Familiarize yourself to track progress and results.